U.S. patent application number 16/736354 was filed with the patent office on 2021-07-08 for virtual detection and technical issue modifcation.
The applicant listed for this patent is International Business Machines Corporation. Invention is credited to Lakisha R.S. Hall, Kushal Patel, Sarvesh S. Patel, Gandhi Sivakumar, Craig M. Trim.
Application Number | 20210208851 16/736354 |
Document ID | / |
Family ID | 1000004606183 |
Filed Date | 2021-07-08 |
United States Patent
Application |
20210208851 |
Kind Code |
A1 |
Trim; Craig M. ; et
al. |
July 8, 2021 |
VIRTUAL DETECTION AND TECHNICAL ISSUE MODIFCATION
Abstract
A method and system for virtually detecting and modifying
technical issues is provided. The method includes enabling virtual
software of a hardware controller with respect to a software layer
of a fifth generation (5G) telecom communication network. A signal
is enabled by a 5G apparatus and a handshaking processes between
the hardware controller and the 5G apparatus is executed. In
response, metadata structures are parsed and classified. Technical
issues associated with hardware and software of devices connected
to the 5G telecom communication network are identified and the
virtual software is modified for managing and repairing the
technical issues. Self-learning software code for executing future
processes associated with executing virtual detection and issue
modification is generated.
Inventors: |
Trim; Craig M.; (Ventura,
CA) ; Hall; Lakisha R.S.; (Upper Marlboro, MD)
; Sivakumar; Gandhi; (Melbourne, AU) ; Patel;
Kushal; (Pune, IN) ; Patel; Sarvesh S.; (Pune,
IN) |
|
Applicant: |
Name |
City |
State |
Country |
Type |
International Business Machines Corporation |
Armonk |
NY |
US |
|
|
Family ID: |
1000004606183 |
Appl. No.: |
16/736354 |
Filed: |
January 7, 2020 |
Current U.S.
Class: |
1/1 |
Current CPC
Class: |
H04L 67/34 20130101;
G06F 9/547 20130101; H04W 76/10 20180201; G06Q 10/067 20130101;
G06N 20/00 20190101; G06F 8/33 20130101; H04W 84/042 20130101 |
International
Class: |
G06F 8/33 20060101
G06F008/33; G06N 20/00 20060101 G06N020/00; G06F 9/54 20060101
G06F009/54; G06Q 10/06 20060101 G06Q010/06; H04W 76/10 20060101
H04W076/10; H04L 29/08 20060101 H04L029/08 |
Claims
1. A virtual detection and issue modification method comprising:
enabling, by a processor of a hardware controller, virtual software
of said hardware controller with respect to a specialized software
layer of a fifth generation (5G) telecom communication network;
accepting, by said processor via a multi-channel monitoring tool, a
signal enabled by a 5G apparatus; executing, by said processor in
response to said accepting, a handshaking processes between said
hardware controller and said 5G apparatus; parsing and classifying,
by said processor in response to said handshaking process, metadata
structures retrieved from said specialized software layer;
identifying, by said processor based on analysis of said signal and
results of said parsing and classifying, technical issues
associated with hardware and software of devices connected to said
5G telecom communication network; modifying, by said processor
based on said technical issues, said virtual software such that
modified virtual software is generated for communications with
respect to managing and repairing said technical issues; repairing,
by said processor executing said modified virtual software, said
technical issues; and generating, by said processor, self-learning
software code for executing future processes associated with
executing said virtual detection and issue modification method.
2. The method of claim 1, wherein said enabling said virtual
software comprises: initiating a connection request between said
hardware controller and said 5G telecom communication network;
establishing in response to said connection request, a dedicated
security enabled 5G channel between servers deploying said
multi-channel monitoring tool; identifying users of said 5G telecom
communication network; and triggering data collection functionality
for said users.
3. The method of claim 1, further comprising: streaming, by said
processor, data to said specialized software layer, wherein said
data comprises audio-video feeds, email contents, and local object
extraction information associated with said technical issues;
integrating, by said processor, said data and technical support
system information with an API infrastructure; and connecting, by
said processor, said API infrastructure to a multi-level
organization hierarchy comprising employee data and updates to said
metadata structures, wherein said modifying is based on results of
said connecting.
4. The method of claim 1, wherein said parsing and classifying
comprises: storing classified statistics within a metadata map
associated with said metadata structures; and executing
hierarchical classification code with respect to collecting
weightage attributes associated with said technical issues.
5. The method of claim 4, further comprising: filtering said
weighting attributes based on a cognition enabled time period and
situation with respect to said technical issues.
6. The method of claim 1, further comprising: before said
repairing, performing by said processor, preventative maintenance
with respect to said technical issues; generating, by said
processor, actions associated with said preventative maintenance;
and storing said actions within a metadata mapper.
7. The method of claim 1, further comprising: providing at least
one support service for at least one of creating, integrating,
hosting, maintaining, and deploying computer-readable code in the
control hardware, said code being executed by the computer
processor to implement: said enabling, said accepting, said
executing, said parsing and classifying, said identifying, said
modifying, said repairing, and said generating.
8. A computer program product, comprising a computer readable
hardware storage device storing a computer readable program code,
said computer readable program code comprising an algorithm that
when executed by a processor of hardware controller implements a
virtual detection and issue modification method, said method
comprising: enabling, by said processor, virtual software of said
hardware controller with respect to a specialized software layer of
a fifth generation (5G) telecom communication network; accepting,
by said processor via a multi-channel monitoring tool, a signal
enabled by a 5G apparatus; executing, by said processor in response
to said accepting, a handshaking processes between said hardware
controller and said 5G apparatus; parsing and classifying, by said
processor in response to said handshaking process, metadata
structures retrieved from said specialized software layer;
identifying, by said processor based on analysis of said signal and
results of said parsing and classifying, technical issues
associated with hardware and software of devices connected to said
5G telecom communication network; modifying, by said processor
based on said technical issues, said virtual software such that
modified virtual software is generated for communications with
respect to managing and repairing said technical issues; repairing,
by said processor executing said modified virtual software, said
technical issues; and generating, by said processor, self-learning
software code for executing future processes associated with
executing said virtual detection and issue modification method.
9. The computer program product of claim 8, wherein said enabling
said virtual software comprises: initiating a connection request
between said hardware controller and said 5G telecom communication
network; establishing in response to said connection request, a
dedicated security enabled 5G channel between servers deploying
said multi-channel monitoring tool; identifying users of said 5G
telecom communication network; and triggering data collection
functionality for said users.
10. The computer program product of claim 8, wherein said method
further comprises: streaming, by said processor, data to said
specialized software layer, wherein said data comprises audio-video
feeds, email contents, and local object extraction information
associated with said technical issues; integrating, by said
processor, said data and technical support system information with
an API infrastructure; and connecting, by said processor, said API
infrastructure to a multi-level organization hierarchy comprising
employee data and updates to said metadata structures, wherein said
modifying is based on results of said connecting.
11. The computer program product of claim 8, wherein said parsing
and classifying comprises: storing classified statistics within a
metadata map associated with said metadata structures; and
executing hierarchical classification code with respect to
collecting weightage attributes associated with said technical
issues.
12. The computer program product of claim 11, wherein said method
further comprises: filtering said weighting attributes based on a
cognition enabled time period and situation with respect to said
technical issues.
13. The computer program product of claim 8, wherein said method
further comprises: before said repairing, performing by said
processor, preventative maintenance with respect to said technical
issues; generating, by said processor, actions associated with said
preventative maintenance; and storing said actions within a
metadata mapper.
14. A hardware controller comprising a processor coupled to a
computer-readable memory unit, said memory unit comprising
instructions that when executed by the processor implements a
virtual detection and issue modification method comprising:
enabling, by said processor, virtual software of said hardware
controller with respect to a specialized software layer of a fifth
generation (5G) telecom communication network; accepting, by said
processor via a multi-channel monitoring tool, a signal enabled by
a 5G apparatus; executing, by said processor in response to said
accepting, a handshaking processes between said hardware controller
and said 5G apparatus; parsing and classifying, by said processor
in response to said handshaking process, metadata structures
retrieved from said specialized software layer; identifying, by
said processor based on analysis of said signal and results of said
parsing and classifying, technical issues associated with hardware
and software of devices connected to said 5G telecom communication
network; modifying, by said processor based on said technical
issues, said virtual software such that modified virtual software
is generated for communications with respect to managing and
repairing said technical issues; repairing, by said processor
executing said modified virtual software, said technical issues;
and generating, by said processor, self-learning software code for
executing future processes associated with executing said virtual
detection and issue modification method.
15. The hardware controller of claim 14, wherein said enabling said
virtual software comprises: initiating a connection request between
said hardware controller and said 5G telecom communication network;
establishing in response to said connection request, a dedicated
security enabled 5G channel between servers deploying said
multi-channel monitoring tool; identifying users of said 5G telecom
communication network; and triggering data collection functionality
for said users.
16. The hardware controller of claim 14, wherein said method
further comprises: streaming, by said processor, data to said
specialized software layer, wherein said data comprises audio-video
feeds, email contents, and local object extraction information
associated with said technical issues; integrating, by said
processor, said data and technical support system information with
an API infrastructure; and connecting, by said processor, said API
infrastructure to a multi-level organization hierarchy comprising
employee data and updates to said metadata structures, wherein said
modifying is based on results of said connecting.
17. The hardware controller of claim 14, wherein said parsing and
classifying comprises: storing classified statistics within a
metadata map associated with said metadata structures; and
executing hierarchical classification code with respect to
collecting weightage attributes associated with said technical
issues.
18. The hardware controller of claim 17, wherein said method
further comprises: filtering said weighting attributes based on a
cognition enabled time period and situation with respect to said
technical issues.
19. The hardware controller of claim 14, wherein said method
further comprises: before said repairing, performing by said
processor, preventative maintenance with respect to said technical
issues; generating, by said processor, actions associated with said
preventative maintenance; and storing said actions within a
metadata mapper.
20. The hardware controller of claim 14, wherein said technical
issues comprise circuitry issues or firmware issues associated with
said hardware and said software.
Description
BACKGROUND
[0001] The present invention relates generally to a method for
virtually detecting technical issues and in particular to a method
and associated system for improving hardware and software
technology associated with identifying technical issues associated
with hardware and software, modifying associated virtual software,
and repairing the technical issues.
SUMMARY
[0002] A first aspect of the invention provides a virtual detection
and issue modification method comprising: enabling, by a processor
of a hardware controller, virtual software of the hardware
controller with respect to a specialized software layer of a fifth
generation (5G) telecom communication network; accepting, by the
processor via a multi-channel monitoring tool, a signal enabled by
a 5G apparatus; executing, by the processor in response to the
accepting, a handshaking processes between the hardware controller
and the 5G apparatus; parsing and classifying, by the processor in
response to the handshaking process, metadata structures retrieved
from the specialized software layer; identifying, by the processor
based on analysis of the signal and results of the parsing and
classifying, technical issues associated with hardware and software
of devices connected to the 5G telecom communication network;
modifying, by the processor based on the technical issues, the
virtual software such that modified virtual software is generated
for communications with respect to managing and repairing the
technical issues; repairing, by the processor executing the
modified virtual software, the technical issues; and generating, by
the processor, self-learning software code for executing future
processes associated with executing the virtual detection and issue
modification method.
[0003] A second aspect of the invention provides a computer program
product, comprising a computer readable hardware storage device
storing a computer readable program code, the computer readable
program code comprising an algorithm that when executed by a
processor of hardware controller implements a virtual detection and
issue modification method, the method comprising: enabling, by the
processor, virtual software of the hardware controller with respect
to a specialized software layer of a fifth generation (5G) telecom
communication network; accepting, by the processor via a
multi-channel monitoring tool, a signal enabled by a 5G apparatus;
executing, by the processor in response to the accepting, a
handshaking processes between the hardware controller and the 5G
apparatus; parsing and classifying, by the processor in response to
the handshaking process, metadata structures retrieved from the
specialized software layer; identifying, by the processor based on
analysis of the signal and results of the parsing and classifying,
technical issues associated with hardware and software of devices
connected to the 5G telecom communication network; modifying, by
the processor based on the technical issues, the virtual software
such that modified virtual software is generated for communications
with respect to managing and repairing the technical issues;
repairing, by the processor executing the modified virtual
software, the technical issues; and generating, by the processor,
self-learning software code for executing future processes
associated with executing the virtual detection and issue
modification method.
[0004] A third aspect of the invention provides a hardware
controller comprising a processor coupled to a computer-readable
memory unit, the memory unit comprising instructions that when
executed by the processor implements a virtual detection and issue
modification method comprising: enabling, by the processor, virtual
software of the hardware controller with respect to a specialized
software layer of a fifth generation (5G) telecom communication
network; accepting, by the processor via a multi-channel monitoring
tool, a signal enabled by a 5G apparatus; executing, by the
processor in response to the accepting, a handshaking processes
between the hardware controller and the 5G apparatus; parsing and
classifying, by the processor in response to the handshaking
process, metadata structures retrieved from the specialized
software layer; identifying, by the processor based on analysis of
the signal and results of the parsing and classifying, technical
issues associated with hardware and software of devices connected
to the 5G telecom communication network; modifying, by the
processor based on the technical issues, the virtual software such
that modified virtual software is generated for communications with
respect to managing and repairing the technical issues; repairing,
by the processor executing the modified virtual software, the
technical issues; and generating, by the processor, self-learning
software code for executing future processes associated with
executing the virtual detection and issue modification method.
[0005] The present invention advantageously provides a simple
method and associated system capable of accurately detecting and
resolving technical issues.
BRIEF DESCRIPTION OF THE DRAWINGS
[0006] FIG. 1 illustrates a system for improving hardware and
software technology associated with identifying and resolving
technical issues associated with hardware and software, in
accordance with embodiments of the present invention.
[0007] FIG. 2 illustrates an algorithm detailing a process flow
enabled by the system of FIG. 1 for improving hardware and software
technology associated with identifying and resolving technical
issues associated with hardware and software, in accordance with
embodiments of the present invention.
[0008] FIG. 3 illustrates an internal structural view of the
self-learning software/hardware structure of FIG. 1, in accordance
with embodiments of the present invention.
[0009] FIG. 4 illustrates a system associated with an
organizational service distribution model, in accordance with
embodiments of the present invention.
[0010] FIG. 5 illustrates an operational management framework, in
accordance with embodiments of the present invention.
[0011] FIG. 6 illustrates a computer system used by the system of
FIG. 1 for improving hardware and software technology associated
with identifying and resolving technical issues associated with
hardware and software, in accordance with embodiments of the
present invention.
[0012] FIG. 7 illustrates a cloud computing environment, in
accordance with embodiments of the present invention.
[0013] FIG. 8 illustrates a set of functional abstraction layers
provided by cloud computing environment, in accordance with
embodiments of the present invention.
DETAILED DESCRIPTION
[0014] FIG. 1 illustrates a system 100 for improving hardware and
software technology associated with identifying and resolving
technical issues associated with hardware and software, in
accordance with embodiments of the present invention. A typical
system may enable users to solve specified issues via usage of
virtual assistants (VAs) that simulate tasks in a specified
ecosystem. Typical VAs are deployed in the field with respect to
collecting information from end customers and manipulating
situational insights to resolve various issues. Likewise, typical
VAs enable troubleshooting processes for information technology
(IT) systems delivering various capabilities associated with
providing assistance to end users (e.g., a corporate telecom
customer contacting a call center for facility management) and
technical issue reporting. A telecom service may provide services
to enterprise customers. The services may be offered in a bulk
format which are internally distributed at a local enterprise level
to the users based on requirements. For example, if a company
purchased telecom services, the services may be internally
distributed to employees based on demand. Associated deployment
architectures detecting technical issues may require a report for a
local service manager to resolve issues with the telecom service
provider. In this case, a service manager at a client end system
may be required to perform multiple follow-ups with the telecom
service provider for all detected issues. Likewise, the service
manager and an external telecom service provider may not be aware
of an actual in-depth severity of the technical issue beyond an
associated severity level. Additionally, the technical issue may
cause a major business impact in the near future thereby causing
excessive repair turnaround time and a negative service experience.
Likewise, typical systems are unable to autonomously detect
increasing issues and proactively enable an associated resolution
before the issues are reported via formal channels. Therefore,
system 100 is enabled to monitor and detect technical issues at a
client location, consume omni-channel monitoring information for
telecom services, and autonomously notify major technical issues
via a 5G-telecom service based on inferred insights to generate an
efficient service repair process.
[0015] System 100 enables an improved system and process for
enabling a virtual agent (located within a service orchestration
layer of a fifth generation (5G) telecom network) to: communicate
with the customers using smart omni-channel monitoring tools,
collect associated information from email channels, and issue
monitoring systems and/or software for logging telecom service
issues via means of a dedicated subscribed and secured logical
channel of the 5G telecom network. Likewise, system 100 collects
and monitors user actions (associated with technical issues) for
validation and action categorization. An email monitor and
additional omni-channel monitoring tools are configured to collect
streamed information from associated hardware and software
resources. Subsequently, static and dynamic classification code is
executed with respect to the stream information and significance
weighting factors (associated with the telecom service issues) are
identified. For example, if a telecom issue associated with
preventing IP calling is detected and an email indicates that a
user is required to access the IP calling features in a specified
timeframe, then system 100 collects information from the email,
associated IP calls previously made to service manager(s), and
communications performed within a ticket logging system and
validates detection of the telecom issues. Upon collection of
information, a virtual agent proactively notifies a telecom service
provider that the telecom issues have been detected within the
client organization and may cause potential technical issues. An
associated detection signal is generated and transferred to a
respective entity within a telecom service center. Additionally, a
5G orchestration service may be connected to the VAs deployed at
the telecom service center via means of interconnect out-of-bound
APIs for communicating a message to the telecom VAs.
[0016] System 100 is enabled to analyze content delivered via user
actions, email, and hardware/software channel monitoring tools for
determining information insights and detecting technical issues.
The analyses process includes analyzing: a user's personal
information, an associated technical issue history, a geographical
location, a multi-level organization hierarchy, etc. Digital
communications with telecom support center VAs are inserted within
a service programmability software layer for transmission of
updates to a service operation layer that proactively generates a
resolution of the technical issue. System 100 further enables a
process for detecting technical issue escalation detected within
meetings and emails. Likewise, the telecom service provider system
proactively repairs the technical issue to obtain a better service
expertise and customer satisfaction.
[0017] System 100 may be deployed within a service orchestration
layer of a 5G telecom network such that data from omni-channel
monitoring tools are transmitted via a secured dedicated 5G channel
associated with a virtual manager agent. The virtual manager agent
is retained by a set of organizations using the 5G telecom network
and requiring extended support services.
[0018] System 100 comprises a GUI based interface for enabling the
following capabilities:
1. Enabling a device (within a 5G telecom network) and a service
programmability software plane (of the 5G telecom network) to
detect service issues, detecting common technical problems, and
proactively responding to the service programmability software
plane to address the service issues before they are reported via
formal support channels. 2. Collecting information from, email
notes, messaging systems, and social communication team software
for transmission to a service orchestration layer using a 5G
dedicated secured channel for a virtual proactive client support
system. 3. Leveraging a user's audio feed, device camera, and
additional omni-channel tool inputs like screen touch, application
installed, issues faced, subscriber identity, user identity and
save them to metadata store. 4. Integrating software and hardware
with an organization's multi-level hierarchy, user details, and
responsibilities and updating a metadata map with respect to a
severity of detected technical issues. 5. Carving insights and
filtering the information collected for detecting issues
encountered by the user to determine expected results. 6.
Determining a frustration level of the user facing the technical
issue based on email, text, and audio feed classification via usage
of hierarchical or parallel classifiers, monitoring escalation
levels, revenue tagging, and updating importance weightage with
reasons for the technical issues. 7. Integrating and utilizing
expression maps and phrases and analyzing conversions related to an
input media stream for shaping a type of content. Resulting meta
data is generated and stored. 8. Autonomously initiating a
conversation with a telecom support center in a network operations
center (NOC) mode and developing an API infrastructure between a
service orchestration and a service management plane of the 5G
telecom network for guidance with the technical issue.
Additionally, service plane entities (VAs) are notified with
respect to the technical issues to obtain further resolution of the
technical issues. 9. Communicating with customer care chatbots
(i.e., software that conducts a conversation via auditory or
textual methods for simulating how a human would behave as a
conversational partner) located within service programmability and
service management planes. Tracing further interactions with the
chatbot and moving conversation framing accordingly.
[0019] System 100 of FIG. 1 includes a hardware controller 139
(i.e., specialized hardware device), a 5G apparatus 138, hardware
and software devices 153, and a database 107 (e.g., a cloud-based
system) interconnected through a 5G telecom network 117. Hardware
controller 139 includes specialized circuitry 127 (that may include
specialized software), sensors 112, and self-learning software
code/hardware structure 121 (i.e., including self-learning software
code). Hardware and software devices 153 may include any type of
device or apparatus requiring technical support or repair
including, inter alia, a server system, a computer system, an HVAC
system, a vehicular control system, consumer electronics, etc. 5G
apparatus 138 may include, inter alia, a smart phone, a tablet
computer, a computing device, etc. 5G apparatus 138 may be
Bluetooth enabled to provide connectivity to each other and any
type of system. 5G apparatus 138 includes specialized circuitry 125
(that may include specialized software), sensors 110, and a GUI
142. Sensors 110 and 112 may include any type of internal or
external sensor (or biometric sensor) including, inter alia,
ultrasonic three-dimensional sensor modules, a heart rate monitor,
a blood pressure monitor, a temperature sensor, a pulse rate
monitor, an ultrasonic sensor, an optical sensor, a video retrieval
device, an audio retrieval device, humidity sensors, voltage
sensors, etc. Hardware controller 139 and 5G apparatus 138 may each
may comprise an embedded device. An embedded device is defined
herein as a dedicated device or computer comprising a combination
of computer hardware and software (fixed in capability or
programmable) specifically designed for executing a specialized
function. Programmable embedded computers or devices may comprise
specialized programming interfaces. In one embodiment, hardware
controller 139 and 5G apparatus 138 may each comprise a specialized
hardware device comprising specialized (non-generic) hardware and
circuitry (i.e., specialized discrete non-generic analog, digital,
and logic-based circuitry) for (independently or in combination)
executing a process described with respect to FIGS. 1-8. The
specialized discrete non-generic analog, digital, and logic-based
circuitry may include proprietary specially designed components
(e.g., a specialized integrated circuit, such as for example an
Application Specific Integrated Circuit (ASIC) designed for only
implementing an automated process for improving hardware and
software technology associated with identifying and resolving
technical issues associated with hardware and software. Network 117
may include any type of network including, inter alia, a 5G telecom
network, a local area network, (LAN), a wide area network (WAN),
the Internet, a wireless network, etc. Alternatively, network 117
may include an application programming interface (API).
[0020] System 100 enables the following implementation process for
dynamically enabling a technical issue detection and correction
process:
[0021] The process is initiated when an apparatus is enabled with
respect to a service orchestration layer of 5G telecom network.
Upon loading data structures from a metadata store, the apparatus
initiates a connection request with a subscribed organization list.
Subsequently, a dedicated 5G channel is established (i.e., security
enabled) with organizational servers deploying monitoring tools
with respect to enhanced channel security. All organizational
subscribers are identified, and a data collection process is
triggered for users associated with the subscription list. In
response, omni-channel monitoring (software) tools accept an
authorization signal initiated by the apparatus and a handshaking
process between the omni-channel monitoring (software) tools and
the apparatus is executed. Subsequently, the data structures are
streamed to the service orchestration layer. The streamed data
structures may include, inter alia, audio-video feeds, email
contents, local object extraction information, etc. Additionally,
information from an associated organization's technical support
system is integrated via means of an API infrastructure fetching
relevant issues associated with detected technical issues
associated with hardware and software. The API infrastructure is
configured to interconnect to a multi-level organization hierarchy
software and hardware system for collecting employee data, work
nature data, and updates to metadata structures. Collected data is
parsed and classified inline using static and dynamic classifiers.
Classified statistics are stored within a metadata map and a
hierarchical classification process is performed to collect an
importance weighting of the technical issues reported. Weighting
factors collected are further filtered based on cognition enabled
time, situation, and nature of the technical issues. Description
contents of the technical issues are identified based on a
pre-defined regular interval or interrupt driven approach and
insights are inferred for detecting critical technical issues for
the organization. Based on the inferred insights and the technical
issues, a 5G-based virtual agent is invoked with relevant
information used to communicate with service programmability and
service operations planes for managing the technical issues. When
associated data is received at a service operation layer, it will
be signaled to proactively work on an associated technical issue
before it is reported via formal channels by the organization. Upon
reception of classified responses from the (remote) virtual agent,
associated actions and a metadata mapper are updated accordingly.
Subsequently, priority re-adjustment and conversation reframing
code are injected into the system based on remote virtual agent
responses. The apparatus disables the virtual agent session and
auto-learn code is generated from the aforementioned process.
[0022] System 100 enables usage of 5G based virtual agents. The 5G
based virtual agents comprise an improvement over 4G virtual agents
as the 5G based virtual include dedicated logical channels not
present within a 4G architecture. For example (in 5G telecom
architecture), there is a provision to create multiple dedicated
logical channels over single physical radio bearer (absent in 4G
network). The dedicated logical channels comprise dissimilar data
transmission characteristics (e.g., bits-per-sec, QCI levels, etc.)
such that virtual agents may be tagged with a logical channel to
transfer data between a 5G network and a client device.
Additionally, service-oriented architecture (i.e., a service
orchestration plane) is absent within 4G architecture and therefore
it is difficult to deploy a virtual agent over a 4G network
directly. Likewise, with respect to a service orchestration layer
and network function virtualization offered by 5G telecom
architecture, artificial intelligence-based services (e.g., virtual
agents and data classification techniques) may be deployed over a
5G telecom network to increase a cognitive functionality of the
network. A 5G telecom network may include multiple integrated
services in--and and therefore it is easy for competitors to deploy
virtual assistance based on a channel.
[0023] System 100 enables a virtual agent service deployed over
data center servers using only available severity and priority data
locally. Therefore, system 100 enables a virtual agent, (situated
within a service orchestration layer of a 5G telecom network) for:
communicating with customers using smart omni-channel monitoring
tools, collecting information from email, and issuing monitoring
systems and additional software for logging telecom service
problems via means of a dedicated subscribed and secured logical
channel of the 5G telecom network. System 100 is configured to
collect and monitor for user actions (related to technical
problems). An email monitor may be executed for collecting streamed
information from resources. Static and dynamic classification code
may be is applied to an associated data stream and significance
weightage of technical issues may be identified. Additionally,
system 100 is enabled to detect client issues and critical
technical problems and proactively respond to a service plane to
address the technical issues before they are reported via formal
support channels. System 100 improves functionality channel-built
virtual agent systems and service providers.
[0024] FIG. 2 illustrates an algorithm detailing a process flow
enabled by system 100 of FIG. 1 for improving hardware and software
technology associated with identifying and resolving technical
issues associated with hardware and software, in accordance with
embodiments of the present invention. Each of the steps in the
algorithm of FIG. 2 may be enabled and executed in any order by a
computer processor(s) executing computer code. Additionally, each
of the steps in the algorithm of FIG. 2 may be enabled and executed
in combination by hardware controller 139 and 5G apparatus 138. In
step 200, virtual software of a hardware controller is enabled with
respect to a specialized software layer of a fifth generation (5G)
telecom communication network. Enabling the virtual software may
include:
1. Initiating a connection request between the hardware controller
and the 5G telecom communication network. 2. Establishing a
dedicated security enabled 5G channel between servers deploying a
multi-channel monitoring software/hardware tool 3. Identifying
users of the 5G telecom communication network. 4. Triggering data
collection functionality for the users.
[0025] In step 202, a signal enabled by a 5G apparatus is accepted
via the multi-channel monitoring software/hardware tool. In step
204, a handshaking processes between the hardware controller and
the 5G apparatus is executed. In step 208, metadata structures
retrieved from the specialized software layer are parsed and
classified. The parsing and classifying process may include:
1. Storing classified statistics within a metadata map associated
with the metadata structures 2. Executing hierarchical
classification code with respect to collecting weightage attributes
associated with the technical issues. 3. Filtering the weighting
attributes based on a cognition enabled time period and situation
with respect to the technical issues.
[0026] In step 210, technical issues associated with hardware and
software of devices connected to the 5G telecom communication
network are identified based on analysis of the signal and results
of step 208. In step 212, the virtual software is modified based on
the technical issues. The virtual software is modified such that
modified virtual software is generated for communications with
respect to managing and repairing the technical issues.
Additionally, data (e.g., audio-video feeds, email contents, local
object extraction information associated with the technical issues,
etc.) is streamed to the specialized software layer. The streamed
data is integrated with technical support system information and an
API infrastructure. Subsequently, the API infrastructure is
connected to a multi-level organization hierarchy comprising
employee data and updates to metadata structures.
[0027] In optional step 214, preventative maintenance with respect
to the technical issues is performed and associated actions are
generated and stored within a metadata mapper (i.e., software and
hardware). In step 217, the technical issues are repaired via
execution of the modified virtual software. In step 218,
self-learning software code for executing future processes
associated with detecting and repairing technical issues is
generated.
[0028] FIG. 3 illustrates an internal structural view of a
self-learning software/hardware structure 121 (and/or circuitry 127
or 125), in accordance with embodiments of the present invention.
Self-learning software/hardware structure 121 includes a sensor
interface module 304, a software layer module 310, an analysis and
modification module 308, a code generation module 314, and
communication controllers 302. Sensor interface module 304
comprises specialized hardware and software for controlling all
functions related to sensors 110 or 112 of FIG. 1. Software layer
310 comprises specialized hardware and software for controlling all
functionality related control of all software layers and virtual
software or agents for implementing the process described with
respect to the algorithm of FIG. 2. Analysis and modification
module 308 comprises specialized hardware and software for
controlling all functions related to the analysis and modification
steps of FIG. 2. Code generation module 314 comprises specialized
hardware and software for controlling all functions related to
generating machine learning feedback for generating self-learning
software code for executing future virtual detection and technical
issue resolution processes. Communication controllers 302 are
enabled for controlling all communications between sensor interface
module 304, software layer module 310, analysis and modification
module 308, and code generation module 314.
[0029] FIG. 4 illustrates a system 400 associated with an
organizational service distribution model, in accordance with
embodiments of the present invention. System 400 includes a device
402 (offering services 407 for employees 408) and an organizational
data collator system 404 connected to a 5G orchestration layer 412
via a 5G telecom network 410. Device 402 comprises telecom service
logic, service interaction logic, an issue reporting system, data
collator logic, and telecom software for executing a technical
issue diagnosis process via a secured 5G channel 415.
Organizational data collator system 404 comprises a virtual
assistant, email servers, audio/video streams, a hierarchy tree, an
authentication engine, a calendar server, integrators, and
situational data for communications with device 402. 5G
orchestration layer 412 is configured to control functionality
associated with the technical issue diagnosis process.
[0030] FIG. 5 illustrates an operational management framework 500,
in accordance with embodiments of the present invention.
Operational management framework 500 includes a data collator 502
connected to a service orchestrator 508 and an integrated
management system 510 via a 5G telecom network 504. Data collator
502 comprises a technical issue reporting system. Service
orchestrator 508 comprises modules 508a for generating feedback and
improvements/repairs with respect to hardware and software
requiring attention. Integrated management system 510 comprises
logic 510a for controlling functionality associated with 5G telecom
architecture.
[0031] FIG. 6 illustrates a computer system 90 (e.g., hardware
controller 138 and/or 5G apparatus 138 of FIG. 1) used by or
comprised by the system of FIG. 1 for improving hardware and
software technology associated with identifying and resolving
technical issues associated with hardware and software, in
accordance with embodiments of the present invention.
[0032] Aspects of the present invention may take the form of an
entirely hardware embodiment, an entirely software embodiment
(including firmware, resident software, micro-code, etc.) or an
embodiment combining software and hardware aspects that may all
generally be referred to herein as a "circuit," "module," or
"system."
[0033] The present invention may be a system, a method, and/or a
computer program product. The computer program product may include
a computer readable storage medium (or media) having computer
readable program instructions thereon for causing a processor to
carry out aspects of the present invention.
[0034] The computer readable storage medium can be a tangible
device that can retain and store instructions for use by an
instruction execution device. The computer readable storage medium
may be, for example, but is not limited to, an electronic storage
device, a magnetic storage device, an optical storage device, an
electromagnetic storage device, a semiconductor storage device, or
any suitable combination of the foregoing. A non-exhaustive list of
more specific examples of the computer readable storage medium
includes the following: a portable computer diskette, a hard disk,
a random access memory (RAM), a read-only memory (ROM), an erasable
programmable read-only memory (EPROM or Flash memory), a static
random access memory (SRAM), a portable compact disc read-only
memory (CD-ROM), a digital versatile disk (DVD), a memory stick, a
floppy disk, a mechanically encoded device such as punch-cards or
raised structures in a groove having instructions recorded thereon,
and any suitable combination of the foregoing. A computer readable
storage medium, as used herein, is not to be construed as being
transitory signals per se, such as radio waves or other freely
propagating electromagnetic waves, electromagnetic waves
propagating through a waveguide or other transmission media (e.g.,
light pulses passing through a fiber-optic cable), or electrical
signals transmitted through a wire.
[0035] Computer readable program instructions described herein can
be downloaded to respective computing/processing devices from a
computer readable storage medium or to an external computer or
external storage device via a network, for example, the Internet, a
local area network, a wide area network and/or a wireless network.
The network may comprise copper transmission cables, optical
transmission fibers, wireless transmission, routers, firewalls,
switches, gateway computers and/or edge servers. A network adapter
card or network interface in each computing/processing apparatus
receives computer readable program instructions from the network
and forwards the computer readable program instructions for storage
in a computer readable storage medium within the respective
computing/processing device.
[0036] Computer readable program instructions for carrying out
operations of the present invention may be assembler instructions,
instruction-set-architecture (ISA) instructions, machine
instructions, machine dependent instructions, microcode, firmware
instructions, state-setting data, or either source code or object
code written in any combination of one or more programming
languages, including an object oriented programming language such
as Smalltalk, C++ or the like, and conventional procedural
programming languages, such as the "C" programming language or
similar programming languages. The computer readable program
instructions may execute entirely on the user's computer, partly on
the user's computer, as a stand-alone software package, partly on
the user's computer and partly on a remote computer or entirely on
the remote computer or server. In the latter scenario, the remote
computer may be connected to the user's computer through any type
of network, including a local area network (LAN) or a wide area
network (WAN), or the connection may be made to an external
computer (for example, through the Internet using an Internet
Service Provider). In some embodiments, electronic circuitry
including, for example, programmable logic circuitry,
field-programmable gate arrays (FPGA), or programmable logic arrays
(PLA) may execute the computer readable program instructions by
utilizing state information of the computer readable program
instructions to personalize the electronic circuitry, in order to
perform aspects of the present invention.
[0037] Aspects of the present invention are described herein with
reference to flowchart illustrations and/or block diagrams of
methods, device (systems), and computer program products according
to embodiments of the invention. It will be understood that each
block of the flowchart illustrations and/or block diagrams, and
combinations of blocks in the flowchart illustrations and/or block
diagrams, can be implemented by computer readable program
instructions.
[0038] These computer readable program instructions may be provided
to a processor of a general-purpose computer, special purpose
computer, or other programmable data processing device to produce a
machine, such that the instructions, which execute via the
processor of the computer or other programmable data processing
device, create means for implementing the functions/acts specified
in the flowchart and/or block diagram block or blocks. These
computer readable program instructions may also be stored in a
computer readable storage medium that can direct a computer, a
programmable data processing device, and/or other devices to
function in a particular manner, such that the computer readable
storage medium having instructions stored therein comprises an
article of manufacture including instructions which implement
aspects of the function/act specified in the flowchart and/or block
diagram block or blocks.
[0039] The computer readable program instructions may also be
loaded onto a computer, other programmable data processing device,
or other device to cause a series of operational steps to be
performed on the computer, other programmable device or other
device to produce a computer implemented process, such that the
instructions which execute on the computer, other programmable
device, or other device implement the functions/acts specified in
the flowchart and/or block diagram block or blocks.
[0040] The flowchart and block diagrams in the Figures illustrate
the architecture, functionality, and operation of possible
implementations of systems, methods, and computer program products
according to various embodiments of the present invention. In this
regard, each block in the flowchart or block diagrams may represent
a module, segment, or portion of instructions, which comprises one
or more executable instructions for implementing the specified
logical function(s). In some alternative implementations, the
functions noted in the blocks may occur out of the order noted in
the Figures. For example, two blocks shown in succession may, in
fact, be accomplished as one step, executed concurrently,
substantially concurrently, in a partially or wholly temporally
overlapping manner, or the blocks may sometimes be executed in the
reverse order, depending upon the functionality involved. It will
also be noted that each block of the block diagrams and/or
flowchart illustration, and combinations of blocks in the block
diagrams and/or flowchart illustration, can be implemented by
special purpose hardware-based systems that perform the specified
functions or acts or carry out combinations of special purpose
hardware and computer instructions.
[0041] The computer system 90 illustrated in FIG. 6 includes a
processor 91, an input device 92 coupled to the processor 91, an
output device 93 coupled to the processor 91, and memory devices 94
and 95 each coupled to the processor 91. The input device 92 may
be, inter alia, a keyboard, a mouse, a camera, a touchscreen, etc.
The output device 93 may be, inter alia, a printer, a plotter, a
computer screen, a magnetic tape, a removable hard disk, a floppy
disk, etc. The memory devices 94 and 95 may be, inter alia, a hard
disk, a floppy disk, a magnetic tape, an optical storage such as a
compact disc (CD) or a digital video disc (DVD), a dynamic
random-access memory (DRAM), a read-only memory (ROM), etc. The
memory device 95 includes a computer code 97. The computer code 97
includes algorithms (e.g., the algorithm of FIG. 2) for improving
hardware and software technology associated with identifying and
resolving technical issues associated with hardware and software.
The processor 91 executes the computer code 97. The memory device
94 includes input data 96. The input data 96 includes input
required by the computer code 97. The output device 93 displays
output from the computer code 97. Either or both memory devices 94
and 95 (or one or more additional memory devices such as Read-Only
Memory (ROM) device or firmware 85) may include algorithms (e.g.,
the algorithm of FIG. 2) and may be used as a computer usable
medium (or a computer readable medium or a program storage device)
having a computer readable program code embodied therein and/or
having other data stored therein, wherein the computer readable
program code includes the computer code 97. Generally, a computer
program product (or, alternatively, an article of manufacture) of
the computer system 90 may include the computer usable medium (or
the program storage device).
[0042] In some embodiments, rather than being stored and accessed
from a hard drive, optical disc or other writeable, rewriteable, or
removable hardware memory device 95, stored computer program code
84 (e.g., including algorithms) may be stored on a static,
nonremovable, read-only storage medium such as ROM device or
firmware 85, or may be accessed by processor 91 directly from such
a static, nonremovable, read-only medium. Similarly, in some
embodiments, stored computer program code 97 may be stored as ROM
device or firmware 85, or may be accessed by processor 91 directly
from such ROM device or firmware 85, rather than from a more
dynamic or removable hardware data-storage device 95, such as a
hard drive or optical disc.
[0043] Still yet, any of the components of the present invention
could be created, integrated, hosted, maintained, deployed,
managed, serviced, etc. by a service supplier who offers to improve
hardware and software technology associated with identifying and
resolving technical issues associated with hardware and software.
Thus, the present invention discloses a process for deploying,
creating, integrating, hosting, maintaining, and/or integrating
computing infrastructure, including integrating computer-readable
code into the computer system 90, wherein the code in combination
with the computer system 90 is capable of performing a method for
enabling a process for improving hardware and software technology
associated with identifying and resolving technical issues
associated with hardware and software. In another embodiment, the
invention provides a business method that performs the process
steps of the invention on a subscription, advertising, and/or fee
basis. That is, a service supplier, such as a Solution Integrator,
could offer to enable a process for improving hardware and software
technology associated with identifying and resolving technical
issues associated with hardware and software. In this case, the
service supplier can create, maintain, support, etc. a computer
infrastructure that performs the process steps of the invention for
one or more customers. In return, the service supplier can receive
payment from the customer(s) under a subscription and/or fee
agreement and/or the service supplier can receive payment from the
sale of advertising content to one or more third parties.
[0044] While FIG. 6 shows the computer system 90 as a configuration
of hardware and software, any configuration of hardware and
software, as would be known to a person of ordinary skill in the
art, may be utilized for the purposes stated supra in conjunction
with the computer system 90 of FIG. 6. For example, the memory
devices 94 and 95 may be portions of a single memory device rather
than separate memory devices.
CLOUD COMPUTING ENVIRONMENT
[0045] It is to be understood that although this disclosure
includes a detailed description on cloud computing, implementation
of the teachings recited herein are not limited to a cloud
computing environment. Rather, embodiments of the present invention
are capable of being implemented in conjunction with any other type
of computing environment now known or later developed.
[0046] Cloud computing is a model of service delivery for enabling
convenient, on-demand network access to a shared pool of
configurable computing resources (e.g., networks, network
bandwidth, servers, processing, memory, storage, applications,
virtual machines, and services) that can be rapidly provisioned and
released with minimal management effort or interaction with a
provider of the service. This cloud model may include at least five
characteristics, at least three service models, and at least four
deployment models.
[0047] Characteristics are as follows:
[0048] On-demand self-service: a cloud consumer can unilaterally
provision computing capabilities, such as server time and network
storage, as needed automatically without requiring human
interaction with the service's provider.
[0049] Broad network access: capabilities are available over a
network and accessed through standard mechanisms that promote use
by heterogeneous thin or thick client platforms (e.g., mobile
phones, laptops, and PDAs).
[0050] Resource pooling: the provider's computing resources are
pooled to serve multiple consumers using a multi-tenant model, with
different physical and virtual resources dynamically assigned and
reassigned according to demand. There is a sense of location
independence in that the consumer generally has no control or
knowledge over the exact location of the provided resources but may
be able to specify location at a higher level of abstraction (e.g.,
country, state, or datacenter).
[0051] Rapid elasticity: capabilities can be rapidly and
elastically provisioned, in some cases automatically, to quickly
scale out and rapidly released to quickly scale in. To the
consumer, the capabilities available for provisioning often appear
to be unlimited and can be purchased in any quantity at any
time.
[0052] Measured service: cloud systems automatically control and
optimize resource use by leveraging a metering capability at some
level of abstraction appropriate to the type of service (e.g.,
storage, processing, bandwidth, and active user accounts). Resource
usage can be monitored, controlled, and reported, providing
transparency for both the provider and consumer of the utilized
service.
[0053] Service Models are as follows:
[0054] Software as a Service (SaaS): the capability provided to the
consumer is to use the provider's applications running on a cloud
infrastructure. The applications are accessible from various client
devices through a thin client interface such as a web browser
(e.g., web-based e-mail). The consumer does not manage or control
the underlying cloud infrastructure including network, servers,
operating systems, storage, or even individual application
capabilities, with the possible exception of limited user-specific
application configuration settings.
[0055] Platform as a Service (PaaS): the capability provided to the
consumer is to deploy onto the cloud infrastructure
consumer-created or acquired applications created using programming
languages and tools supported by the provider. The consumer does
not manage or control the underlying cloud infrastructure including
networks, servers, operating systems, or storage, but has control
over the deployed applications and possibly application hosting
environment configurations.
[0056] Infrastructure as a Service (IaaS): the capability provided
to the consumer is to provision processing, storage, networks, and
other fundamental computing resources where the consumer is able to
deploy and run arbitrary software, which can include operating
systems and applications. The consumer does not manage or control
the underlying cloud infrastructure but has control over operating
systems, storage, deployed applications, and possibly limited
control of select networking components (e.g., host firewalls).
[0057] Deployment Models are as follows:
[0058] Private cloud: the cloud infrastructure is operated solely
for an organization. It may be managed by the organization or a
third party and may exist on-premises or off-premises.
[0059] Community cloud: the cloud infrastructure is shared by
several organizations and supports a specific community that has
shared concerns (e.g., mission, security requirements, policy, and
compliance considerations). It may be managed by the organizations
or a third party and may exist on-premises or off-premises.
[0060] Public cloud: the cloud infrastructure is made available to
the general public or a large industry group and is owned by an
organization selling cloud services.
[0061] Hybrid cloud: the cloud infrastructure is a composition of
two or more clouds (private, community, or public) that remain
unique entities but are bound together by standardized or
proprietary technology that enables data and application
portability (e.g., cloud bursting for load-balancing between
clouds).
[0062] A cloud computing environment is service oriented with a
focus on statelessness, low coupling, modularity, and semantic
interoperability. At the heart of cloud computing is an
infrastructure that includes a network of interconnected nodes.
[0063] Referring now to FIG. 7, illustrative cloud computing
environment 50 is depicted. As shown, cloud computing environment
50 includes one or more cloud computing nodes 10 with which local
computing devices used by cloud consumers, such as, for example,
personal digital assistant (PDA) or cellular telephone 54A, desktop
computer 54B, laptop computer 54C, and/or automobile computer
system 54N may communicate. Nodes 10 may communicate with one
another. They may be grouped (not shown) physically or virtually,
in one or more networks, such as Private, Community, Public, or
Hybrid clouds as described hereinabove, or a combination thereof.
This allows cloud computing environment 50 to offer infrastructure,
platforms and/or software as services for which a cloud consumer
does not need to maintain resources on a local computing device. It
is understood that the types of computing devices 54A, 54B, 54C and
54N shown in FIG. 7 are intended to be illustrative only and that
computing nodes 10 and cloud computing environment 50 can
communicate with any type of computerized device over any type of
network and/or network addressable connection (e.g., using a web
browser).
[0064] Referring now to FIG. 8, a set of functional abstraction
layers provided by cloud computing environment 50 (see FIG. 7) is
shown. It should be understood in advance that the components,
layers, and functions shown in FIG. 8 are intended to be
illustrative only and embodiments of the invention are not limited
thereto. As depicted, the following layers and corresponding
functions are provided:
[0065] Hardware and software layer 60 includes hardware and
software components. Examples of hardware components include:
mainframes 61; RISC (Reduced Instruction Set Computer) architecture
based servers 62; servers 63; blade servers 64; storage devices 65;
and networks and networking components 66. In some embodiments,
software components include network application server software 67
and database software 68.
[0066] Virtualization layer 70 provides an abstraction layer from
which the following examples of virtual entities may be provided:
virtual servers 71; virtual storage 72; virtual networks 73,
including virtual private networks; virtual applications and
operating systems 74; and virtual clients 75.
[0067] In one example, management layer 80 may provide the
functions described below. Resource provisioning 81 provides
dynamic procurement of computing resources and other resources that
are utilized to perform tasks within the cloud computing
environment. Metering and Pricing 82 provide cost tracking as
resources are utilized within the cloud computing environment, and
billing or invoicing for consumption of these resources. In one
example, these resources may include application software licenses.
Security provides identity verification for cloud consumers and
tasks, as well as protection for data and other resources. User
portal 83 provides access to the cloud computing environment for
consumers and system administrators. Service level management 87
provides cloud computing resource allocation and management such
that required service levels are met. Service Level Agreement (SLA)
planning and fulfillment 88 provide pre-arrangement for, and
procurement of, cloud computing resources for which a future
requirement is anticipated in accordance with an SLA.
[0068] Workloads layer 101 provides examples of functionality for
which the cloud computing environment may be utilized. Examples of
workloads and functions which may be provided from this layer
include: mapping and navigation 102; software development and
lifecycle management 103; virtual classroom education delivery 133;
data analytics processing 134; transaction processing 106; and for
improving hardware and software technology associated with
identifying and resolving technical issues associated with hardware
and software 107.
[0069] While embodiments of the present invention have been
described herein for purposes of illustration, many modifications
and changes will become apparent to those skilled in the art.
Accordingly, the appended claims are intended to encompass all such
modifications and changes as fall within the true spirit and scope
of this invention.
* * * * *